Client Operations Specialist

Primary Location: United States,Delaware,New Castle

Description

About Citi
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

Summary
Provide end-to-end resolution of inquiries and investigations for Controlled Disbursements and GCC products in order to enhance the client experience with the goal of driving down inquiries, increasing quality and reducing cycle time

Description

• Ownership of end-to-end case management
  
• Leverage product knowledge to research and resolve investigations within standards
  
• Liaise between Service Representatives & Clients for timely problem identification and resolution and provide real time support
  
• Participate in client conference calls
  
• Partner with product/process specialist to develop and maintain process & product knowledge
  
• Work collaboratively with teammates and internal teams to exceed client’s expectations
  
• Work independently and efficiently to achieve high level of productivity
  
• Execute against strategies to drive down inquiries & cycle time and increase quality
  
• Proactively identify issues and engage clients to communicate opportunities to enhance their internal processes
  
• Promote self-service opportunities
  
• Create and maintain strong network with internal colleagues, stakeholders and external clients
  

Qualifications

Skills/Qualifications

• Communication: Possess strong verbal and written skills to interact with both internal and external clients at all levels.
  
• Teamwork / Interpersonal: Ability to interact with others, provide back-up coverage for team members and assist team members during high volume periods
  
• Product/Process Knowledge: Cash Management product knowledge and process knowledge, Proficiency in the standard tools and applications required to support the product.
  
• Fully understand and implement Citi’s values: Responsibility to our clients, to each other and to our franchise
  
• Experience Required: Bachelor’s degree or equivalent experience preferred
  
• Business Experience: 3+ years business related experience in a client facing role
  
• Technical Experience: Proficient knowledge of service applications, Proficient in all Microsoft applications
  
• Soft Skills: Demonstrated interpersonal and listening skills for problem identification and resolution